RU Health Care
Mobile App Design for Rutgers University students to access the healthcare facilities provided.
Client:
Rutgers University
Role:
UX Researcher
UX Designer
About the Company
Rutgers Healthcare is a comprehensive health and wellness service designed to address the physical and mental health needs of Rutgers University students. It offers a wide range of services, including medical care, counseling, immunization tracking, and health education. Through its primary platform, the RU Health Portal, students can schedule appointments, upload immunization records, access health resources, and explore wellness programs. The service also provides mental health support through its Counseling and Psychological Services (CAPS), offering both in-person and telemedicine sessions.
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Problem Statement
The students aren't aware of the healthcare services provided by the university and face difficulties in navigating the web portal. This leads to underutilization of critical health resources, such as medical appointments, counseling services, and health education programs.
A mobile app is needed to improve usability, simplify access to services, and increase awareness of the comprehensive healthcare offerings available to students.
Project Approach
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Contextual Inquiry
Key Insights from Survey
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Many students only use the portal for mandatory tasks like uploading immunization records.
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Students are unaware of additional resources such as workshops or counseling services.
Business Goals
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Enhance student engagement with health services
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Reduce reliance on call-based appointment scheduling by improving the online experience.
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Promote health awareness through integrated educational content
Primary Target
Rutgers undergraduate and graduate students seeking medical appointments, mental health support, or health-related information.
User Persona
Vision
Affinity Diagram
Story Boards
User Environment Design
Key Features
Appointment Scheduling
Notifications & Reminders
Integrated Health Records
Health Status Tracking
Learning Center
Mental Health Support
Personalized Dashboard
Insurance Checks
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User Testing
HeatMap Testing Method
Total Scenarios Tested: 3
Tool Used: Maze
Key Findings
The heatmap revealed that users were highly engaged with the Learning Center feature, which attracted significant attention.
The "Find Earliest Appointment" tab was placed above "Find Appointment by Location," leading to confusion when users were tasked with booking by location.
User Recommendations:
Restructuring confusing elements like the Appointment Center tabs
Users requested "Back" button while booking appointments to allow them to easily modify their selections without restarting the process.
Design Impact
The simplified appointment booking process reduced administrative staff's reliance on phone-based scheduling, which previously burdened them, allowing them to focus on more critical tasks.
The addition of a "Learning Center" feature provided students with access to health education materials, workshops, and event notifications, encouraging proactive health management.
Personal Learnings
Importance of Empathy in Design
Working on the RU Health Care Portal taught me the value of truly understanding user pain points through contextual inquiries and user testing. Observing students struggle with navigating the portal reinforced how critical it is to design solutions that prioritize user needs and simplify complex processes.
Iterative Design is Key
I learned how iterative testing and refinement can significantly improve a product. Each round of usability testing and feedback revealed new insights, such as the need for clearer navigation cues or streamlined appointment booking, which helped refine the design to better serve its purpose.
Power of Data-Driven Decisions
Using tools like heatmaps and surveys provided actionable insights into user behavior, helping me make informed design decisions. I realized how valuable data is in identifying problem areas and validating design improvements.
Designing for Accessibility and Inclusivity
Ensuring that the portal was accessible to all students, including those using mobile devices or with limited technical skills, taught me the importance of designing inclusive solutions that cater to diverse user groups.